What are the responsibilities and job description for the Exhibitor Services Specialist position at Freeman Company?
About Us
Freeman is the global leader in events. Whether virtual, in-person, or hybrid, we are on a mission to redefine live for a new era. With a data-driven approach and the world's largest network of experts, our insights are shaping exhibitions, exhibits, and events that drive audiences to action. Our integrated full-service solutions leverage a 100-year legacy in event management as well as new technologies to deliver moments that matter.
Summary
Responsible for the quality management of exhibitor orders by coordinating with various departments to ensure successful delivery on-site. Serves an integral part in ensuring a successful on-site exhibitor experience.
Essential Duties & Responsibilities
- Enter orders, enter exhibitor information, research invoices, and research show information in Freeman billing systems
- Provide expert support for all customer needs, which include products and services, billing questions, technical issues, and event related requests
- Process, research, and resolve complex requirements, inquiries, and complaints to ensure customer retention and satisfaction
- Process and effectively manage inbound leads
- Quote prices and credit terms in compliance with Freeman policies and procedures
- Maintain current and accurate knowledge of all exhibitor products and services and of the website for exhibitor ordering
- Accurately funnel custom requests through lead routing channels
- Ensure all systems, production, and order information is accurate
- Manages Exhibitor Services contact channels
- Performs all functions as assigned to either the off-site or on-site team responsibilities
- Fill-in for Exhibitor Support team as needed by handling inbound phone calls, emails, chats, and leads and maintain the highest level of accuracy, efficiency, and excellent customer service.
- Proactively identifies, researches, and resolves customer order discrepancies using various methods
- Coordinates and interfaces with other internal departments to ensure successful production and/or delivery of complex customer needs across various Freeman services
- Analyzes accounts for proper billing procedures and takes necessary action to bill/resolve as necessary
- Ensure on-site teams are aware of changes and prepared for how those changes affect the customer’s needs
Education & Experience
- High school diploma, general education degree or equivalent
- 2 years of customer service experience
Travel Requirements
Travel 25% to 50%
Diversity Commitment
At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.
